Client Centric

A business strategy where the customer’s needs and wants come first. This is opposed to a business-driven strategy such as “How much profit can we make off of these suckers?”

Being client centric might start with obtaining customer feedback on an ongoing basis and measuring customer satisfaction through surveys, advisory boards or comments on social media. It means training staff who deal directly with customers to be friendly and helpful. It could also include conducting market research to understand customer needs, and then crafting marketing messages that address those needs. The main goal is to achieve customer loyalty.

Having a client-centric strategy doesn't mean you'd rather have friends than profits. The ultimate goal of the business is still to make money. These companies have simply decided that encouraging repeat customers and building long-term loyalty leads to more money in the long run.